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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Automatic responses not being sent when the helpdesk account is part of a DL?

I have osTicket configured to generate a new ticket and send "New Ticket" auto-replies when email is sent to helpdesk@ourdomain.com. That's working fine and I have no problems with that.

What I'd like to do, but can't seem to get working, is to have osTicket send an auto-reply when it's part of a DL.  For example, I have a DL called admins@ourdomain.com that has, among its members, helpdesk@ourdomain.com.  If someone sends email to admins@ourdomain.com, then a ticket is properly created, but the user never receives an autoreply.  If helpdesk@ourdomain.com is added explictly to the To: line, it works fine.

Any ideas about how to go about troubleshooting this, or is this just not something that's supported?

Thanks!

System Information
osTicket Version v1.10 (901e5ea)
Apache/2.4.6 (CentOS) OpenSSL/1.0.1e-fips PHP/5.4.16
MySQL Version 5.5.52

Comments

  • "part of a DL?"

    What in heaven and hell is a DL?  Down low?  Digital Lighting? Dual Layer?  DownLoad? Dynamic List?

    If you have it as a list and osTicket detects that sending an email would result in an endless loop it will not send the email.
  • "Distribution List" on an Exchange Server.  I'll use the term "group" to hopefully alleviate any further confusion.

    I should note that I have both the 'admins' and 'helpdesk' email accounts entered as addresses in osTicket (the latter is the mailbox that osTicket is polling).

    Since 'helpdesk' is the default account sending the automatic responses, and it would be replying to the original sender (not the group), I'm not sure how that would result in an endless loop.  That said, I have tried putting both 'admins' and 'helpdesk' as email addresses on the Banlist, and that had no effect one way or the other...
  • Any further ideas here (anyone)?  I can't imagine we're the only people who are trying to use osTicket this way...
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